Despite the increasing use of onshore and offshore business process outsourcing (BPO), a comprehensive literature review [Lacity et al. 2011] finds there has been limited empirical research on BPO outcomes. This paper responds to the call for research by developing and testing a conceptual model...

The starting point for this paper is the general paucity of research on the demand-side of custom software development. As an initial step, we derive and estimate a Hedonic Pricing model using a sample of 160 projects executed by a large software solutions vendor based in India. Our results...

Recent years have witnessed a surge of interest in the notion of capabilities as an important source of competitive advantage. This recognition has, in turn, placed emphasis on the question of where and how these capabilities emerge and how they influence firm performance. The present paper is...

Information technology (IT) plays a vital role in customer relationship management (CRM), because CRM processes include the collection and analysis of customer information, firms use technology tools to interact with customers, and IT created the conditions under which firms can offshore CRM...

The use of H-1B and other work visas to hire foreign information technology (IT) professionals in the United States has attracted significant controversy and policy debates. On one hand, hiring high-skill foreign IT professionals on work visas can be advantageous for U.S. firms and the overall...

This paper studies the influence of supply-side and demand-side factors on the compensation of information technology (IT) professionals and considers the human capital and institutional explanations. We focus on returns to an MBA and the IT-related experience of IT professionals and use the...

According to Jacobson and Mizik [Jacobson, R., N. Mizik. 2009. The financial markets and customer satisfaction: Reexamining possible financial market mispricing of customer satisfaction. (5) 810–819], excess stock portfolio returns for firms with strong customer satisfaction are small and...

For virtually all firms, the means of generating shareholder value comes by having customers consistently come back. The measurement of customer satisfaction and repurchase intention is therefore critical to managers and researchers. Unfortunately, recent research studying the effect that 1)...

In this study, we examine the effect of managerial and technical competencies of information technology (IT) professionals on their salaries. Based on a large nationally representative dataset of more than 55,000 IT professionals in the U.S. for the period 1999-2002, we find that both managerial...